Christopher Brown

Customer Focused Executives Lead by Example

Telstra Executives spend a day in the call centerIt was great to see the leadership of one our largest clients take action recently by getting some hands-on front line experience with customers in their call center. There is no better way to demonstrate real commitment...

Using Video to drive better communication with your customers

Video has a lot of my mind-share right now, it is increasingly becoming a powerful tool for businesses of all sizes to provide insight and value to their customers. In fact depending on your objectives, video can be an enabling tool for just about...

Energizing your employees with internal marketing – Part 2

This is part 2 of an interview with Sybil F. Stershic, an expert on internal marketing. (Click here for Part 1) 3. As marketers, how can we incorporate internal marketing tools into the way we do our jobs? I advocate two types of internal marketing…

Energizing your employees with internal marketing – Part 1

Sometimes we forget how great customer experiences are created. They are the result of employees that really care passionately about making a difference and delivering maximum value for customers. In our work we often see companies that have corporate cultures that unfortunately work against this...

Yesterday’s customers

Adam Hartung recently wrote about the costs involved in essentially defending the status quo. In the below chart it clearly shows Microsoft investing significant R&D funds and getting little return. Chart from Business Insider: In our world view this is clearly a case of a…

Starting the customer culture journey Step 1

Creating a customer focused culture sounds so simple, so basic, so fundamental and yet most companies never quite get there. To be sure it is a journey but like any journey you need to start somewhere and pick a few stops along the way. The...

How to use competitive intelligence to win business

I recently held a great webinar with Sean Campbell of Cascade Insights on  gaining deeper competitor understanding to improve decision making. As a follow-on I thought I would ask him to respond to some questions: Q: How do the businesses that you work with typically…

How Oracle translates customer insight into revenue

Jeremy Whyte, director of customer feedback and reporting at Oracle, recently wrote about details of Oracle's extensive "Voice of the Customer" research program. "Oracle's 300,000 customers provide a voice into how we deliver our products and services. Through collaboration with customer care and services teams...

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